Italian team leader for Airbnb

Mission

The team leader is the local manager of a team of advisors. He/she leads, helps, and motivates them. He/she ensures a constant high-level performance with regard to both quality and quantity. 

-Project management

• Ensure the achievement of objectives through continuous team follow-up

• Set up daily action plans to improve performance

• Ensure the respect of quality standards (ISO, NF345, LRS)

• Ensure the availability of resources (absenteeism) and production means (tool operation).

• Alert in case of a production incident.

• Suggest ways to improve and optimize production development

-Team management

• Manage, motivate and gain the loyalty of his/her team.

• Brief the team on their performance, customer requirements, and the Webhelp vision.

• Follow and improve performance quality (quality control, knowledge control, advisors' performance management).

• Develop skills and support advisors on a daily basis (coaching, team meetings, ongoing training ...)

• Maintain skills, handle calls or emails

• Ensure the respect of Webhelp values, implement discipline and platform rules

Requirements:

• Italian level C2
• English level C2
• Be reliable, on time, and meet deadlines. Be rigorous in reasoning and tasks
• Structure and adjust oral and written communication according to the audience.
• Interact easily with others. Be attentive to their needs, requests, and feelings and act accordingly to construct trusting relationships.
• Use appropriate vocabulary to write standard texts (letters, presentations, reports, emails).
• Availability to work full-time
• Handle large amounts of information by separating the various components. Identify the key elements and convey appropriate solutions.
• Analyze workload, sequence actions, and refer the manager for arbitration if necessary.
• Make simple decisions in accordance with the objectives
• Easily adapt to change. Support and reassure interlocutors to ensure a stable activity.
• Independently manage difficult situations. Remain positive in all circumstances and able to propose or implement solutions to solve problems.